FRANTIA BOUDREAUX

• Quickly learn new skills and apply them to daily tasks, improving efficiency and productivity.
• Uses critical thinking to break down problems, evaluate solutions and make decisions while providing excellent customer service in timely manner.
• Drives buildout and maintenance of procedures, reporting, and proper documentation of dispute process.
• Established continuous development of dispute handling SOP's to assist in maintaining weekly KPI.
• Efficiently use Salesforce case management , FIS 2 and FIS 3 system of record, and operating procedures.
• Demonstrated strong organizational and time management skills while managing multiple projects

• Effectively assisted patients with account balances, health insurance billing, online payments, itemized billing statements, nurse audits.
• Point of contact for escalated attorney requests for billing associated with motor vehicle accidents.
• Consistently updated company knowledge base, established structured training and SOPs to efficiently train new employees within 3-week schedule, and implement procedures to accurately balance finance accounts.
• Managed 30 to 55 escalated calls daily to ensure speedy resolution on attorney settlement/ reduction requests, patient refunds, insurance follow-ups, contract adjustments, insurance verification, and financial aid services.
• Assessed data and information to verify entry, calculation and billing code accuracy.

• Quickly assisted students, teachers, and administrators with navigating software and digital products through 40 or more inbound calls, email, and chat.
• Helped with account management and creation, resetting passwords, site navigation, software setup and updates.
• Continuously evaluated user problems, using test scripts, personal expertise and probing questions.
• Effectively logged activities in Salesforce and Excel to maintain accurate, timely records.
• Used established procedures to identify critical customer and system issues, and escalate problems to appropriate person or group.

Dean’s List Honoree, Member of the Golden Key Honors Association, Student Scholar-Athlete, Track & Field)